A patient's appreciative mother offers the ER staff free makeovers, with some interesting results. A new desk clerk is introduced. It's a bad day for Abby, missing the still-absent Luka and unable to reach him by phone when Joe is brought to the ER after a fall. Elsewhere, the day puts family first as Morris cares for a frightened child and Pratt defends his brother. Neela returns to work, and Moretti returns from a conference.